The ExamOne integrated supply chain is a single-source requirement acquisition solution for managing all underwriting requirements. It is the foundation of our straight-through process. Agents electronically collect the amount of information desired using a short ticket of full Part I e-application. ExamOne electronically collects Part II information and any remaining Part I information, producing an “in-good order” application with data output specified by you, the client.
Our most recent blog discussed how we can help simplify the life insurance buying process. This blog is dedicated to how the call center simplifies the process. The interview is a one-stop-shop with a continuum of services designed to improve the underwriting process and reduce cycle time, such as reflexing additional lab requirements, reflex to APS retrieval and reflex to the prescription database.
When an applicant applies for life insurance, they must complete a health history interview. During this part of the process, applicants either call in to our call center or receive an outbound call and are asked a series of questions determined by the home office. By using our call center, it relieves the agent of having to ask these questions face-to-face with their applicant. Some applicants don’t feel comfortable answering personal health and family questions with an agent, who may be their next door neighbor or friend. They feel more comfortable disclosing this information to a third party source. The phone interviews offer the applicant the ability to spend less time completing the application by answering the questions once and offer the convenience of a toll free number with a wide choice of call times.
At the end of the interview, applicants can agree to voice signature. This offers several benefits:
- It eliminates the need for the examiner to capture the signature during the exam
- Reduces the possibility of missed signatures on the paperwork
- If an exam is needed, the interviewer can schedule it at the end of the interview with the applicant already on the phone, reducing another call to the applicant
- The scheduling system allows the interviewer to offer the applicant what day and time is most convenient for them. They are also provided the option of having the exam completed at their home, work or at one of our patient service centers.
Recently, ScriptCheck was updated to be included in the interview. Now, if clients decide to participate, interviewers can pull previously disclosed medications out of a prescription database. ScriptCheck is then ran when the order hits the system, transmitting those results back into the interview platform. The results are available to the interviewers on the medication questions throughout the interview. This allows us to track which medications were disclosed during the interview, then at the end we can ask directly about any medications not disclosed.
We have received valuable feedback from applicants who have went through the interview process.
“…thank you, that was less painful.”
“…I appreciate you explaining everything to me.”
“…thank you for your patience. It has been difficult for me in the past trying to get this done. I really appreciate this.”
We continue to find ways to improve this part of the process for the applicant, the home office and the agent.